Customer Service Manager

Employer
Robert Half Finance & Accounting
Location
Baltimore, MD
Posted
Mar 20, 2017
Closes
Mar 21, 2017
Industry
Other
Hours
Full Time
Robert Half is currently seeking Customer Service Managers for clients in the Baltimore and Columbia, MD area. POSITION SUMMARY The Customer Service Manager is responsible for leading the Customer Service Center while developing and growing a staff of 10+ CSR professionals. Establishes relationships with current and potential customers and aides in the retention of customers by managing, monitoring and improving the day to day operations, and developing a set of best practices that establishes a high standard of excellence. ESSENTIAL RESPONSIBILITIES * Provide leadership for a staff of 10+ Customer Service Representatives * Evaluate individual performance to ensure a high level of call conversion and customer satisfaction * Set expectations and manage department KPI's while looking for opportunities to improve processes * Assist with onboarding and off boarding of employees * Develop and implement new policies, procedures and daily operations * Cultivate an environment of trust, teamwork and ownership of the customer relationship * Handle escalated calls from customers for resolution * Work cross functionally with other departments QUALIFICATIONS * 5+ years of call center management experience * Bachelor's Degree * Experience in developing and implementing new policies, procedures and operations * Prior experience in retail, hospitality or customer services required * Inbound and outbound call center exposure with hands on sales and negotiating experience * Dynamic and strong leader with a high level of customer focus * Proven track record of success building, coaching and retaining a high performance team * Results oriented with strong track record of success in achieving set objectives * Ability to work in a fast paced environment with multiple priorities * Strong problem solving skills * Excellent organizational & communication skills Benefits: Growing organization that offers flexible hours, excellent perks, full benefits, and parking. Qualified candidates should apply or submit their resume to Brittany.Clark@roberthalf.com. Robert Half Finance & Accounting, the world's leader in specialized financial staffing, provides exciting full-time opportunities in the areas of accounting, bookkeeping, finance, audit, taxation and more. We pioneered the professional staffing industry, and we've been successfully matching professionals with employers since 1948. Our proven proprietary processes, along with our relationships in 325 locations worldwide, allow us to provide you unparalleled access to exciting career opportunities. But don't take our word for it. Our company once again was named first in our industry on Fortune(R) magazine's list of "World's Most Admired Companies" (March 1, 2017), and 9 out of 10 of our customers would recommend our service to a colleague. Apply for this job now or contact our nearest office at 844.539.2523 for additional information. All applicants applying for US job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. (C) 2017 Robert Half Finance & Accounting. An Equal Opportunity Employer M/F/Disability/Veterans By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use. *Req ID:* 02000-0009045092 *Functional Role:* Accounting Clerk *Country:* USA *State:* MD *City:* BALTIMORE *Postal Code:* 21230 *Compensation:* $75,000.00 to $100,000.00 per year *Requirements:* CRM - Customer Relationship Manager, Implementation, Call Center, Training & Development, Project Management Process Improvement, MS Excel